UX for Service Catalog \ Request Mgmt

[Juan Osorio]

I'm sharing what I created and use to get a good understanding of what the End User Experience is for Request Fulfilment. I combined UX concepts with Process Mapping . It helps outline what users do, how they interact with technology , what the technology does and how the underlying support processes is laid out.

Use this template while conducting process interviews or support documentation !

Benefits

• Clear start to finished view of the entire process
• A way to identify deficiencies in support, technology and user experience
• Where time durations are (think SLAs or time to complete actions)
• Breakdown step by step of each phase of workflow

[AJ Siegel]

Juan, this is a great post. I hope to see more customers leveraging service design techniques like Service Blueprints or journey maps to better deliver services to their end users. In fact, we recently launched a new course on Now Learning focused on UX Leading Practices and we spend a whole module on this topic, it's called Focus on Service Delivery.

We also launched a new special interest group here on Community focused specifically on User Experience, we'd love to have you contriubte.